2/10 Terrible
Natasha
17 Apr 2023
Disliked: Staff & service, amenities, property conditions & facilities
I booked for Townhouse at 15 Brunswick Place. I was told by staff I was being upgraded and redirected to nearby Townhouse at 71 Bethesda St. No valid reason given and no apology. Took me 5 hours to arrive at Stoke and several hours before check in at 4pm. Review is for the other serviced accommodation at 71 Bethesda St. The room with the bath and pic.
Found major issues with the services/facilities. No staff on the premises. All contact to staff is on WhatsApp.
The room had a damaged lock upon entry. They booked maintenance the next day but did not turn up. The radiator wouldn't come on. The room was freezing cold. The room is very big, tiled with a draft coming through the window. The bedding was thin, cheap and awful. The duvet was about 2-4 tog. Froze nightly. I had to use a hot water bottle I bought from the Supermarket. It was like sleeping in car showroom.
I was locked out when they did fix the lock on the 3rd day. They did not advise when maintenance would actually attend. I was locked out because after fix the pad did not work. I reported the matter via chat. They told me the key to the room was in the communal kitchen cupboard. Accessible to other tenants. Some of the tenants have lived there for 1-2 years and told me about the cold in their rooms.
The staff show no concern and never apologised. Appalling customer service. Going through complaints. would strong advise anyone to avoid using this company. They don't care about their tenants or visitors.